An AI chatbot is only as good as what you give it to read. The good news: you almost certainly have everything it needs already — it is just scattered across your site, your inbox and a few PDFs. This guide is the order we would add it in.
Start with the questions you answer every week
Before uploading anything, write down the ten questions customers ask you most. Look at your inbox, your contact form, your DMs. For most small businesses they fall into the same groups:
- Prices and plans — what it costs, what is included, whether there are discounts.
- Logistics — opening hours, delivery times, shipping countries, where you are.
- Policies — returns, refunds, cancellations, warranties.
- "Can you…?" — whether you offer a specific product, service or size.
- Next step — how to book, order, sign up or reach a person.
Those ten questions are your test. Once your content is in, ask the chatbot each one yourself and read the answer as a customer would.
The four kinds of content, in the order to add them
1. Your website pages
Your services, pricing, FAQ, shipping and about pages already answer most of the list above. In PaperBrainz you can import pages straight from your site's URL, so this is usually the fastest win. Add the pages customers actually read — not the whole blog archive.
2. Documents you already send people
Price lists, menus, brochures, policy PDFs, onboarding guides. If you have ever attached it to an email to answer a question, it belongs here. PDF, DOC, DOCX, TXT and Markdown files all work.
3. Question-and-answer pairs
For the questions where the exact wording matters — a refund window, a deposit amount, what happens if someone is late — add a short Q&A pair. It is the most direct way to make sure the answer comes back the way you would say it.
4. Pasted text for everything else
Notes that do not live anywhere public yet: how you handle custom orders, which areas you deliver to, what to do if a parcel is lost. Paste them in as plain text.
How to write content the chatbot answers well from
- One topic per section. A page that covers returns, sizing and gift cards in one paragraph is harder to answer from than three short sections with clear headings.
- Say the number. "Returns are accepted within 30 days" beats "we have a generous returns policy".
- Use your customers' words. If people ask about "delivery", do not only call it "fulfilment".
- Keep it current. When a price or policy changes, update or delete the old source — an out-of-date PDF is worse than none.
What to leave out
- Anything private. Internal pricing notes, staff details, customer records. If you would not put it on your website, do not add it.
- Outdated versions. Two price lists with different numbers will produce confused answers.
- Pages that are mostly navigation. Category pages and tag archives add noise without facts.
- Legal text you have not read. If your terms say something you no longer do, fix the terms first.
Check it like a customer would
Open your site, ask the chatbot your ten questions, and watch for three things: answers that are wrong, answers that are vague, and questions it cannot answer at all. Wrong or vague usually means a source is out of date or unclear. Unanswered means a gap — which is useful too: your Inbox and the thumbs up/down on answers show you exactly where to add content next.
Most businesses get through this in an afternoon. If you want to try it on your own content, the 14-day free trial needs no credit card.